Customer Success Manager

About this role

Harness is the AI Software Delivery Platform company, led by technologist and entrepreneur Jyoti Bansal (founder of AppDynamics, acquired by Cisco for $3.7B). Harness has raised approximately $570M in funding and is valued at $5.5B, backed by leading investors including Goldman Sachs, Menlo Ventures, IVP, Unusual Ventures, Citi Ventures, and more. As AI accelerates code creation, the real bottleneck has shifted to everything after the code – testing, deployments, application security, reliability, compliance, and cost optimization. Harness brings AI and automation to this “outer loop,” helping teams ship software faster while maintaining security and governance throughout the entire software delivery lifecycle.

Powered by Harness AI and the Software Delivery Knowledge Graph, the Harness Platform applies deep context and intelligent automation across the software delivery lifecycle with governance and policy-driven controls embedded throughout the platform.

Over the past year, Harness powered over 185M deployments, 82M builds, 18T flag evaluations, 8M security scans, 9.1B optimized tests, 3T protected API calls, and helped manage $2.8B in cloud spend — enabling customers like United Airlines, Morningstar, and Choice Hotels to accelerate releases by up to 75%, reduce cloud costs by up to 60%, and achieve 10x DevOps efficiency.

With a global team across 26 offices and 27 countries, Harness is shaping the future of AI software delivery — and we’re looking for exceptional talent to help us move even faster.

Position Summary

As a Customer Success Manager at Harness, you drive customer outcomes, retention, and growth by helping customers move from onboarding completion to adoption maturity, renewal readiness, and expansion. You operate as the primary post sales partner for your accounts, building strong stakeholder alignment, running a clear operating cadence, and translating platform usage into measurable business value.

Success in this role is measured by adoption progress, customer health, renewal outcomes, and customer value realization.

About the Role

• Drive adoption and outcomes

• Build and run success plans tied to customer goals, milestones, and measurable outcomes

• Establish a repeatable operating cadence that keeps onboarding and adoption moving

• Monitor engagement and usage signals to proactively remove friction and drive progress

Lead value communication (QBRs, EBRs, BVRs)

• Deliver QBRs and EBRs that connect Harness usage to customer outcomes

• Produce crisp BVR style recaps that document value delivered, risks, and next steps

• Maintain stakeholder alignment across technical and executive audiences

Own renewal readiness and risk management

• Maintain clear renewal status, timeline, and risk posture across your portfolio

• Surface risk early and coordinate action plans to keep customers on track

• Partner closely with Sales to ensure renewals are proactive, clean, and value backed

Execute with discipline and strong account hygiene

• Drive clear ownership and follow through on customer action items and escalations

• Keep customer records accurate and current in Salesforce and Gainsight

• Coordinate cross functional resources to unblock customers and stabilize outcomes

About You

• 5+ years in Customer Success, Technical Account Management, or SaaS post sales

• Track record of driving adoption, retention, and renewal outcomes in complex accounts

• Strong executive ready communication and structured customer execution

• Comfortable working across internal teams to drive results and resolve blockers

Nice to have

• Familiarity with DevOps and software delivery concepts (CI/CD, governance, reliability, developer workflows)

Business Skills

• Excellent presentation skills, in addition to verbal and written communication skills

• Proven effectiveness at leading and facilitating community and executive discussions

• Ability to translate complex terminology into a clear set of actions and next steps

• Self starter with an entrepreneurial spirit and can drive action in the face of ambiguity

• Ability to work autonomously and to prioritize tasks, while managing a diverse workload

Location

• Remote from within the U.S

What You Will Have at Harness

• Competitive salary

• Comprehensive healthcare benefits

• Flexible Spending Account (FSA)

• Employee Assistance Program (EAP)

• Flexible Time Off and Parental Leave

• Quarterly Harness TGIF-Off / 4 days

• Monthly, quarterly, and annual social and team-building events

• Recharge & Reset Program

• Monthly internet reimbursement

• Commuter benefits

The anticipated base salary range for this position is $110,000 - $120,000 annually . Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position. The compensation package for this position may also include equity, and benefits. More details about our company benefits can be found at the following link: https://www.harness.io/company/careers.

A valid authorization to work in the U.S. is required

Pay transparency $110,000 — $120,000 USD

Harness in the news:

• Accelerating Our Mission to Bring AI to Everything After Code

• Goldman Sachs leads investment in software delivery startup Harness at $5.5 billion valuation

• How Harness runs 16 “startups within a startup” at scale | Jyoti Bansal

• Harness Research Shows AI Visibility Crisis Fueling Security Nightmare

• Harness has been named to the Inc. Power Partner list for software delivery success

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex or national origin.

At Harness, we care about your privacy and are committed to protecting your personal data. For additional information on this topic, you can visit our privacy Portal: https://harness-privacy.relyance.ai/

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